Within our Competence Management service, selected professionals don’t just join a project, or position – they become valued members of the SWICON team. Our colleagues are our top priority: we offer personalized support, dedicated attention, and a true professional community – because no one is just a number here. This people-first approach has earned us multiple HR awards. Join us and be part of an inspiring, future-driven, and recognized team!
Introduction
SwiconGroup has been a leading member of the IT arena for almost 15 years and has been present in Romania since our wide range of services and highly trained professionals give us the opportunity to shape our solutions to fully meet the ideas and wishes of our clients. We are proud to have leading banks, insurance, and telecommunication companies, as well as large FMCG corporations and SSCs, amongst our highly prestigious partners.
Tasks
We are looking for a Customer Operations Specialist eager to join our dynamic team. If you are a proactive, results-oriented individual with excellent communication skills, this position might be a great fit for you.
Key Responsibilities:
1. Physical Claims backlog accountability
• Manages Customer / Partner Physical Claims backlog to ensure that appropriate actions are taken to accept or reject claims within agreed SLA and according to established processes.
• Reviews the tools & reports in use on a daily basis and takes actions to bring the delayed orders back in contractual SLAs
• Provide Physical Claims backlog analysis and summary report to customer and account team if and when required, in due time and with accurate information, as per the received requests.
• Manages all exceptions and special requests in the area of Take Back Operations, in due time and in alignment with agreed procedures / policies, as per the received requests.
• Ensures all Physical Claims are invoiced and closed in the systems, if not the case takes action to trigger the necessary invoice
• Ensures all Return avoidance checks are executed
2. Communication & E2E coordination
• CSR / Operations Specialist is the first & unique point of contact of the customer for all questions, information & requests regarding the Physical Claims – he/she drives the customer engagement (reactive and proactive) by timely and accurate feedback given to the customer and internal stakeholders on Physical Claims status and actions taken to accept or reject claims within agreed SLA and according to established processes.
• Provides consultancy and guidance to Customer / Partner on Physical Claims activities (via phone/ email) and ensures Customer / Partner is aware of the Physical Claims policy. Delivers in time and accurate information, as per the agreed process / procedure and request received.
• Interfaces internally with Country / Market team(s), Customer Operations, Logistics, Sales Operations and SCOAH back-end team, in order to ensure the best way of delivering the tasks.
• Provides consultancy and guidance to the account team on Take Back Operations processes and policies
• Confirm claim is processed (where / when applicable, escalations, etc)
• Provide proactive status updates to Customer / Partner and internal stakeholders, especially on those claims at risk to miss the SLA
• Ensures all Customer/ Partner inquiries are acknowledged within 4 hours, including "status update or no-status-update"
• Supports the SCOAH team, finds solutions to queries and issues raised and provides coaching and training as needed
Expectations
- Fluency in English
- Bachelor's degree
- Accountable for providing in-time and accurate resolution of all Physical Claims related escalations, regardless of the level they have reached
- Ensures Take Back Operations escalation process is properly and efficiently followed at all times
- Provides clear and proactive communication on escalation status to both customer and internal stakeholders
- Escalates at appropriate point any operational recurring issues (high number of claims, IT issues, etc.), and follows the escalation to ensure the problems/issue is finally solved – if applicable.
Advantages
Hybrid work - 2-3 days per week at the office (Pipera Metro Station)
Employer's offer
- Salary: 4000 ron net
- Meal tickets
- Medical Subscription
- Rest days: 24/year
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